FREQUENTLY ASKED QUESTIONS

ORDERS

When will orders be processed?We process orders within 3 business days of receiving payment. We process orders on Monday to Friday (excluding public holidays). Please note the different time zones, as it may be night time in Australia and daytime in the USA and other countries. In this case, we will process orders the following business day.

If you have made a mistake with your delivery address or provided incorrect contact details, please let us know within 4 hours of purchase.

PAYMENT

What currency are the prices in?Our prices are in Australian dollars. You are able to convert prices to AUD, USD, GBP or EUR on our website. The currency conversions are real-time prices and may not always accurately represent the actual amount charged to your account.

On the checkout page, the prices are in Australian dollars. However, you will be charged in your local currency.

What methods can I pay?Currently, we offer payment methods with all major bank cards through PayPal. All payment details are secure and encrypted. You can also pay via PayPal Express Checkout without requiring a PayPal account. It's quick, easy and safe.

We also offer zipPay as our 'Buy Now, Pay Later' option for our Australian customers. Learn how you can get started with zipPay.

How do I know my details are secure?When purchasing on the website, you will find ‘https’ on your web browser address bar. This indicates the site contains SSL (Secure Sockets Layer), which protects your confidential information and payment details.

SHIPPING

How much does shipping cost?FREE Australia and worldwide shipping for orders over $150AUD.

Orders under $150AUD or for express shipping, a small delivery fee will apply. To see the exact amount for your country, please add an item to your cart and go to the checkout page for accurate pricing.

When will I receive my products?

Standard

Express

Australia

6 to 8 Business Days

3 to 5 Business Days

New Zealand

7 to 10 Business Days

5 to 6 Business Days

Other International Countries (Including USA and UK)

12 to 15 Business Days

7 to 10 Business Days

We allow up to 3 business days to process your hair order before we dispatch your order. Once it's dispatched, we will send you an email with a tracking number for your delivery. Estimated delivery time for international shipments are not certain and will depend on your country's customs when they clear the merchandise.

Will I need to pay international taxes and duties?Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The duties and taxes fee may vary depending on the country to which the order was shipped and is to be paid by the receiver. You would need to contact your customs office for specific amounts and percentages.

REFUND/EXCHANGE

Can I return or exchange my item?

If you are not satisfied with your order, we offer refund and exchange for the merchandise and not for the delivery. For refunds, there is a $25 handling fee that can be credited towards your next order.

We cannot offer refunds or exchange for customised units as it is a custom made order.

We have a strict refund and exchange policy, as we do not resell the product again due to hygiene and contamination reasons.

To be eligible for a refund or exchange, the following applies

Contact us within 72 hours of receiving the merchandise

Merchandise must not be used, worn, torn or damaged in any form

Tags and labels must not be removed

All accompanying items must be in the packaging

Merchandise (including packaging) must be in the exact condition as when received the merchandise

Customers will need to organise returns and the associated delivery cost

We advise our customers to thoroughly review the item descriptions before purchase and we encourage our customers to contact us if you have any queries about a product. It is compulsory for our staff to carefully examine the product, packaging and any accompanying items to ensure the merchandise is not faulty and it is in excellent condition before shipping to our customers. If you have any questions about our products, please don’t hesitate to email us at info@besohair.com.au and we’ll be able to get back to you within 24 to 48 hours.

ALL PRODUCTS

Is the hair worth the price?At BESO HAIR, we work attentively with our off-shore suppliers to ensure that our products are at its highest quality. When the hair arrives in Australia, we thoroughly examine the quality and we customise the hair to our customers’ needs. The items are then neatly packaged and shipped to our customers within days.

Owned and operated by an Australian qualified hairdresser so you can guarantee the best selection of hair units

Sourced from one donor and meticulously selected by our suppliers

Every few months, we review our current and new suppliers to find ways and new features to improve our existing products

Goes through comprehensive checks before sending to customers

Customising the hair to the customers’ needs, so it’s less work for them

Packaged beautifully and based in Australia, so shipping and tracking are guaranteed within a few days, as opposed to a couple of weeks

Last but definitely not least, BESO HAIR prides on customer service. We're here to help you with any enquiries that you may have

Does the hair shed or tangle?No, the hair does not shed or tangle. However, minimal shedding is common throughout the duration of use. Treat this hair as if it was your own hair and be sure to comb, brush and use deep-conditioning treatments to hydrate the hair. You can’t expect to wake up with flawless hair every morning without any tangles if you don’t brush your hair!

Is the hair virgin? Yes, the hair is received from a donor, so it’s all natural and virgin! We then go through comprehensive cleaning, moisturising and styling treatments to get the hair how it is when you receive it in the mail.

Can I swim and use styling tools on the hair?Yes, you can swim and use styling tools on the hair, but also remember that this hair will also need to be looked after with deep-conditioning treatments, masks and heat protection products.

Can I bleach and/or colour the hair?Yes, you can. Because the hair is virgin, you can bleach the hair and colour it however you wish! Please bare in mind that we are not responsible for the outcome of the colour and its processes. We strongly recommend you to consult with a hair professional for all colouring and bleaching advice.

Will bleaching or colouring dry out my bundles and wigs?Possibly. When the hair structure is altered in any shape or form, it is no longer virgin hair. This means that there might be a possibility that colouring and bleaching will be drying and damaging to the hair. Fortunately, not all colouring are drying or damaging for the hair.

How long is 16”, 18”, 20” and 22”?We use inches as the international industry standard for measuring hair. But for all the Aussies, 16” = 40.6cm, 18” = 45.7cm, 20” = 50.8cm and 22” = 55.8cm. To measure the hair correctly, you would need to stretch the hair and not in its wave/curl pattern. Please use the guide below to see the estimated lengths of your desired hair texture.

Why is the hair slightly different to the other hair bundle/wig?One set of hair bundles or wigs is from one donor. Meaning, each donor will have slightly different hair from the next donor. Although the difference is very minimal, we try to match up the hair as closely as possible when you order a set of bundles.

What is density?Density is the amount of hair that is attached to the lace or weft.

100% is low density and lightweight with feathered ends.

130% is the industry-standard density, which is natural and lightweight.

150% is medium density, full and natural looking.

180% is high density, very full with natural thick ends.

How long does the hair last?If looked after carefully, the hair will last anywhere from 6 months to 2 years. Please keep in mind that the hair is real human hair, so treat it as if it’s your own hair.

WIGS

How do I measure and select my wig cap size?Use the guide below to help you with your measurements. If you have lots of hair, we suggest opting a size up so you are able to tuck all your hair in the wig cap.

How is the length of wigs measured?The length of wigs is measured from the crown to the ends. The hair is measured when the hair is stretched.

How long does the wig last for?The full lace wigs are designed to last anywhere from 6 months to 2 years, depending on the amount of care you put in. Bleaching, colouring, excessive plucking and heat styling may potentially damage the hair and strain the lace.

BUNDLES

How many bundles do you recommend?For lengths up to 22”, we recommend 3 bundles for full, natural-looking hair density. For lengths longer than 22”, we suggest about 4 bundles.

What is the difference between weave and bundle?Poh-tay-to, Po-tah-to. It’s all the same thing! We just like to call it bundle (or sew-in bundles) because the term ‘weave’ is slightly outdated…

Can I reuse the bundles?Of course! The hair lasts anywhere from 6 months to 2 years if treated with the utmost care. You are able to reuse the bundles after each sew-in. However, keep in mind that if you cut the weft, this may cause some loose strands to shed but this very normal.

LACE PRODUCTS

What colour is the lace closure?All of our lace products are light brown colour, which beautifully blends with most skin tones, from light to dark skin tones.

Can I bleach the lace?Our lace products are meticulously hand-stitched in order to look very natural, making it a premium but also a delicate product. We don’t recommend bleaching or colouring the lace, as this weakens the bond of the stitches, which may cause some shedding. Although you are able to bleach the lace, you will find a shorter longevity of the product.